How important is Product Support for you?
We take pride in many things: delivering an innovative product and changing the version control landscape one task at a time is one of them, for example; keeping together the same team since day one; growing year by year our client and user base...
If there is, though, one common trend to all those things it's that everything we do, we do with passion. We put our hearts and souls on what we do. Plastic SCM is thought and designed to enable its users to take their skills to another level. It is architectured to seamlessly integrate in your toolset and help you craft code. Be it because our users start using task branches, or because they are able to coordinate distributed teams without friction or, finally, because they implemented some automation in their DevOps pipelines.
Whatever it may be, they will eventually require help. Because version control is not easy.
Psst Gluon (picture from Commit Strip, September 12th 2017)
One love. Two Product Specialists
Our Product Specialists are there to help you kindly. We have been collecting stats of their work and they look pretty good, to be frank. This is how our weekly first response rates have evolved during part of 2018 and the beginning of 2019. Around 80% of the tickets get responded in the first hour. Almost none go unresponded for more than 24 hours.
It didn't always look this way. Below is the median response time distributed by hour of the day in the year 2017:
During work hours the unresponded tickets created the night before gradually descended to almost none. At the same time, the tickets created during working hours we also duly addressed. However, when the team left work, this metric skyrocketed again. We got together, and decided to make everyone responsible for our client's wellbeing by starting a shift system. This was implemented half way through 2018 and the results are already palpable in that year's metrics:
And this is how it looks in 2019:
This is a team effort. But the bulk of the load is on our two Product Specialists. Manuel Lucio and Carlos Alba.
Two people, one support legion.
Comparing beyond
In fact, they reached a level in which Zendesk (the company that provides the Support solution we use) benchmarked our results with other anonymized Support teams, and hell our team's response stats stand out again.
This is how Plastic's Product Specialist Team compares to the software industry in general:
The consequence of this effort is the following:
We are a product company devoted to our clients. Your code is the result of your own effort. We work hard for that to happen always, when the product is not self-evident or even when it fails to meet expectations.
We hope you enjoy Plastic SCM dearly, after all, it is the product of many years of hard work and vision. We know version control is not easy, but we strive, together to provide you with the best tool in the market to make your code shine, your teams collaborate like a pack and your clients and users enjoy the fruit of your labor. This is how we see our work.
You can read all about the philosophy and the mission behind Plastic SCM in our recently released book.
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